Tips for logging replies for customer using different email addresses
SOLVE
Hi all
Just starting to fully exploit Hubspot and wondered if anyone has tips for logging replies from customers who reply from different email addresses as in the following use case simple example
email "CUSTOMER EMAIL1" sent from company Hubspot account to an existing customer CUSTOMER EXAMPLE1 record with email address customer1@yahoo.com
customer replies to CUSTOMER EMAIL1 from customer_one@gmail.com
new record is created for customer_one@gmail.com - agents adds name details CUSTOMER EXAMPLE_ONE or even with same CUSTOMER EXAMPLE1
CUSTOMER EXAMPLE_ONE is potentially enrolled into existing workflow(s)/sequence(s) potentially receiving duplicated info, having new properties set etc etc
Obviously the easy-ish answer is that the agents need to monitor for such cases, add any additional email addresses to the original record and remove subsequently create records.
However, I would appreciate any tips that I'm not yet seeing to minimise the duplication of customers.
Tips for logging replies for customer using different email addresses
SOLVE
>>"Obviously the easy-ish answer is that the agents need to monitor for such cases, add any additional email addresses to the original record and remove subsequently create records."
Better to merge the records. Still a manual process, but much better than losing potentially valuable activity timeline data by 'removing' (deleting) records! - see Merge contacts
Tips for logging replies for customer using different email addresses
SOLVE
>>"Obviously the easy-ish answer is that the agents need to monitor for such cases, add any additional email addresses to the original record and remove subsequently create records."
Better to merge the records. Still a manual process, but much better than losing potentially valuable activity timeline data by 'removing' (deleting) records! - see Merge contacts